At https://schoolhouse.world/dashboard/live-help?, there is a message that says "Get a response from a certified tutor in 15 minutes or less". There is no such guarantee at Schoolhouse. I've seen plenty of requests with no replies after multiple hours, and sometimes the replies that do come in are from other learners, not those certified as tutors in the topic. I'm curious if that 15 minute number was calculated based on some computed average of the first response by a certified tutor, or the first response by anyone, or if it's a guesstimate.

This message can confuse and frustrate both learners and tutors. I've seen learners get upset when no help has been provided, and I can understand the frustration when the UI message seems to guarantee they won't have to wait longer than 15 minutes for a reply. That can also be unpleasant for a tutor who ends up with a learner that is frustrated they had to wait longer than promised. Maybe include a helptip icon at the end that says something like "The average response time for a tutor to reply to a live help request is about 15 minutes, though actual times can vary." or just eliminate the "15 minutes or less" message entirely.

I'm attaching an image from today of a learner that has waited over 30 minutes for a reply, from https://schoolhouse.world/dashboard/live-help?p=100593